Customer Success Manager (Hospitality)

TL;DR

Customer Success Manager (Hospitality/SaaS): Managing relationships and product adoption for hotel clients across APAC with an accent on revenue optimization and retention. Focus on driving ROI, minimizing churn, and analyzing market trends to provide strategic recommendations.

Location: Must be based in and reside in Singapore (no sponsorship provided)

Company

hirify.global is an industry-leading hospitality revenue management system providing a category-creating SaaS platform to help hotels, resorts, and casinos optimize revenue and profit.

What you will do

• Manage all post-sales activities for assigned accounts, including onboarding, personalized training, and continued support.
• Drive revenue expansion and renewals while maintaining 95%+ gross retention and 110%+ net retention (NRR).
• Act as a trusted advisor by analyzing data and market trends to provide recommendations aligned with clients' revenue strategies.
• Partner with Sales and Marketing to support growth and share customer feedback to improve the product.
• Manage customer data and reporting using Salesforce and Tableau.
• Conduct remote and onsite meetings, including regional travel within APAC (25–40%).

Requirements

• 3+ years of experience in Hospitality Revenue Management.
• Proven track record in a customer-facing role such as Customer Success or Account Management, ideally in SaaS or hospitality technology.
• Strong understanding of hotel KPIs (RevPAR, ADR, RGI, ARI, MPI) and RMS systems.
• Must be able to work and reside in Singapore without the need for sponsorship.
• Fluent in English.
• Ability to travel regionally within APAC (25–40%).

Nice to have

• Prior experience with hirify.global solutions or comparable revenue management tools.
• Knowledge of APAC hospitality market dynamics and distribution landscape.
• Familiarity with CRM tools like Salesforce or Oracle.
• Additional regional languages.

Culture & Benefits

• Work with a category-creating SaaS platform redefining hotel revenue strategy.
• Collaborative environment focused on high-impact growth and customer success.
• Opportunity to engage with high-level stakeholders across the APAC hospitality market.
• Dynamic role combining strategic advisory with regional travel.